For many customers, sending a WhatsApp message is easier than calling or filling in a form. For small businesses, WhatsApp Business is free and turns those messages into an organised sales channel. Here are ten practical tips.
Set up properly
- Use the WhatsApp Business app, not your personal account, ideally with a dedicated number.
- Complete your profile: logo, description, address, hours, website and email.
- Greeting message: an automatic reply to new contacts (“Thanks for your message! We reply within an hour during opening hours”).
- Away message outside your hours, with when you will reply.
Work faster
- Quick replies: saved answers for prices, hours, directions, booking.
- Labels: new customer, quote sent, paid, to follow up.
- Catalog: your main products or services with photos and prices.
Bring customers to WhatsApp
- A button on your website, visible on every page and especially on mobile, with a prefilled message. See how to add a WhatsApp button and how to choose one.
- QR codes on your shop window, invoices, vehicles and flyers.
- Your link everywhere: Google Business Profile, social profiles, email signature.
Good practices
- Reply quickly, even with a short “We’ll get back to you this afternoon”.
- Do not add people to broadcast lists without their consent.
- Keep the tone professional but personal.
- Show your hours on your website so customers know when to expect an answer, see opening hours.
Offer other channels too
Some customers prefer phone, email or other messaging apps. A multi-channel button lets each visitor choose. Reachly groups WhatsApp, call, SMS, email, Messenger, Telegram, Instagram and directions in one button, with prefilled messages and availability hours. Try the contact button demo.
Common mistakes
- Using a personal account mixed with private conversations.
- No greeting or away message, leaving customers waiting without information.
- Replying days later.
- Adding customers to broadcast lists without asking.
A simple daily routine
- Check messages at fixed times (morning, lunch, end of day).
- Use quick replies for common questions.
- Label conversations that need follow-up.
- Move complex requests to email or a call.
Frequently asked questions
Is WhatsApp Business free?
The app is free. The WhatsApp Business Platform (API) for large volumes is paid.
Can I use the same number as my landline?
Yes, WhatsApp Business can be verified with a landline by voice call.
Can I send promotions on WhatsApp?
Only to customers who agreed to receive them, and with moderation.